Customer Service Representative

Job Title: Customer Service Representative

FLSA Classification: Full-time, Hourly, Non-Exempt

Reporting Relationship: Reports to the Operations Manager

Job Summary:

Our Customer Service Representatives are responsible for scheduling and tracking all shipment appointments, updating

customers on shipment status, answering and resolving any other related Issues brought by customers or carriers. We

expect our Customer Service Representatives to provide excellent customer throughout all phases of the contract life

cycle. This position will we report into the Operations Manager.

Key Responsibilities:

? Maintain consistent and positive customer service image when interacting with clients

? Coordinate and schedule all necessary pick up and delivery appointments for our valued carriers based on

customer requests

? Research issues and redirect issues to right resources or escalate urgent issues

? Accurately update internal transportation management systems and external customer portals to the timely

delivery of customer freight

Essential Tasks, Duties, and Responsibilities:

1. Provide Consistent and Positive Customer Service

o Develop, maintain, and expand relationships between clients and Five Star Trucking.

o Build strong customer service relationships with Five Star Trucking clients..

2. Coordinate and Schedule All Necessary Pick Up and Delivery Appointments:

o Translate customer requests into actionable deliverables for Five Star Trucking’s valued carriers

o Work with carriers to coordinate and schedule needed pick up and delivery appointments

3. Issue Research, Identification and Escalation:

o Leverage qualitative resources to help research core customer issues

o Ability to recognize and understand when to redirect issues to correct resources or escalate urgent issues

o Have fore thought to take initiative/be proactive to address issues to minimize negative impact

4. Providing Quick and Accurate Responses:

o Follow up with key employees and customers in a timely manner.

o Ability to effectively communicate any updates, changes, and next steps

5. Delivery Management:

o Accurately update internal transportation management system and external customer portals with

information critical to the timely delivery of customer freight.

o This includes, but not limited to, scheduled appointments and other critical information

o Provide customers with proof of delivery when requested by customers

6. Handling Multiple Priorities:

o Ability to identify, prioritize, and address multiple priorities in a fast paced environment.

7. Effective Communication Skills:

o Ability to display both active listening and communication abilities; written and verbal.

o Effectively communicate across cross-functional team of drivers, carriers, customers and company staff

8. Attention to Detail

o Must be able to enter data effectively and accurately into various stakeholder systems (internal

transportation management system, external customer portals, etc).

9. Representation and Values:

o Represent Five Star’s mission and values with a proactive, can-do attitude.

o Exhibit a learning mindset to pick up, grow, and develop necessary skills and knowledge for the Customer

Sales Representative position.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.

Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized

to give instructions or assignments. This document does not create an employment contract, implied or otherwise, othern than an “at will” relationship.

does not signify an employment contract.

Requirements:

? High School Diploma or Equivalent Experience

? One (1) year experience in customer service, trucking/transportation industry knowledge preferred

? Experience with Computers, Windows, Microsoft Office Suite (Word, Excel), GSuite (gmail, drive, sheets, etc), and

industry specific software

? Excellent customer service skills and telephone etiquette 

? Tactful Team Player with a Positive Attitude and high level of patience, often under difficult circumstances

? Efficient juggling multiple priorities

? High degree of accuracy with data entry and attention to detail

? Possess ability to think decisively

? Effective listening and strong communication skills interacting with drivers, carriers, customers and company

staff 

? Ability to organize, prioritize and problem solve 

? Must be a team player, set the example. 

? Able to work in a fast-paced, detail oriented environment 

? Desire to improve and grow, always looking for more opportunities (Our referral commission program should help

provide some motivation too) 

? Basic knowledge multi-state geography 

? Proficiency in English

Physical Requirements:

? Must be able to remain in a stationary position, seated at a desk and working from a computer, for extended

periods.

? Frequently move about inside the office to access file cabinets, office machinery, etc.

? Able to talk, hear and use hands and fingers to manipulate computer keyboard, objects, or controls

? Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and

computer printer.

? Able to see from close, distance and ability to adjust focus with or without the use of corrective lenses

? Frequently communicate with drivers, carriers, customers, and company staff. Must be able to exchange accurate

information and communicate verbal information and ideas in these situations.

? Occasionally lift and move objects up to 20 pounds.

? Ability to work in a fast-paced environment and handle stress effectively.

Work Environment:

? This role is primarily based in an office setting with standard office conditions. Position will not require any travel

Work Hours and Schedule:

? Position will be responsible for working a Monday-Friday, 7:30AM-4:30PM EST schedule